User Services Manager II Job Houston area,Texas USA,IT/Tech

Commitment to Mission

This job carries with it the obligation to uphold the Mission of Lone Star College (LSC) in carrying out the duties of the position. A commitment to positive interpersonal behaviors, professional communication, integrity, leadership, stewardship, respect and accountability to LSC students and employees is essential.

Purpose and Scope

The User Services Manager II, will be responsible for effectively and efficiently managing OTS personnel, hardware, budget, and other resources in the technology support of faculty, staff and students to achieve success in the strategic goals and mission as set forth by Lone Star College. Responsible for OTS activities including the operational responsibility of Academics, Desktop Support, and A/V support teams in a large campus environment.

This position is a member of a 24/7/365 global department.

Essential Job Functions

Manage the performance of full-time and part-time staff to ensure adequate coverage, completion of Service Level Agreements, adherence to established Standard Operating Procedures, and project completion; manages both Technology Center Supervisors with subordinate part time staff and Client Technology Supervisors with subordinate full time staff in a large and complex campus operation

Understand IT processes and ensure staff work within those processes

Supervise the hiring, mentoring, disciplining, and termination of full-time and part-time staff

Participate in IT leadership activities, including meetings

Create and manage projects of varying size impacting multiple divisions or groups

Assist with budget proposals, tracking expenditures, and reporting. This includes involvement in IT-related expenditures for other departments

Oversee the time management of FT and PT support staff to ensure coverage during campus hours. This includes time approvals and ensuring adequate staffing levels at two satellite campus location

Verify the number and type of machines are correct to meet user's needs and be fiscally sound in ordering computer warranty refresh

Meet with Division Operations Managers, Deans, and Vice Presidents to inform them of changes and ensure that the quality and expectation of services is being met

Consult with departments in assessing and recommending technology solutions to meet needs

Conduct annual performance reviews of full-time employees

Serve as the Administrator for the HP Channel Services program for the entire system. This program reimburses Lone Star for warranty work done on LSC owned HP equipment

Keep staff current regarding overall IT strategic and business issues

Manage the distribution of hardware assets to be deployed during hardware refresh

Responsible for other related duties as required

Knowledge,

Skills and Abilities

Ability to use and learn new technical software applications (People Soft, SQL Developers etc.)
Attention to detail and the ability to successfully manage multiple tasks with overlapping time-frames and deadlines
Strong initiative and analytical skills
Strong interpersonal and facilitation skills
Ability to set priorities and procedures
Strong problem solving abilities
Strong communication skills
High degree of judgment
Ability to understand all policies and procedures
Commitment to work collaboratively
Ability to work in a dynamic climate and maintain a positive attitude in a demanding work environment

Physical Abilities

The work requires some physical exertion, such as long periods of standing; walking over rough, uneven or rocky surfaces; recurring bending, crouching, stooping, stretching, reaching or similar activities; or recurring lifting of moderately heavy items. The work may require specific, but common, physical characteristics and abilities, such as above average agility and dexterity.

Work Schedule & Conditions

Equipment used includes, PC workstation running on a LAN in Microsoft Windows and Mac environments, calculator, phone and other general office equipment
Interface with internal and external contacts as needed to carry out the functions of the position
Work is performed both indoors in a climate-controlled office environment and outside in non-climate controlled areas
May regularly travel to…